TSB staff faced ‘sickness epidemic’ after IT crash
There was a ‘sickness epidemic’ caused by stress and customer abuse among TSB staff following the bank’s much-publicised IT meltdown in April, according to new documents published by a leading group of MPs.
The Treasury Select Committee has today (28 June) published a series of letters, including one from the General Secretary of the TBU trade union, Mark Brown, to the committee’s Chair Nicky Morgan, which claims TSB contact centres were “teetering on the brink of collapse” with staff working 12-hour shifts and “dealing with levels of customer abuse never seen before”.
TSB introduced a new IT system in April which caused up to 1.9 million customers to lose access to their online banking services, and unable to make transactions or see balances.
In his letter to Morgan, Brown described it as the “biggest IT disaster in British banking history”.
The Treasury Select Committee has also published a copy of recent newsletter to TBU members, which claims there was a “sickness epidemic” among staff in branches and call centres following the crash.
“There has been no HR engagement with staff since the IT meltdown began,” the newsletter states.
“Staff are at their wits end and many of them have simply reported in sick. We understand that in some areas of the business, sickness levels have increased by 25% since the IT meltdown began.”
In response, a TSB spokesperson said: “As we have said throughout, we would never have moved across to the new system if we didn’t believe we were ready. We are of course undertaking a full investigation.
“On 5 June, our letter to the Treasury Select Committee explained that from our internal investigations, it appears that the design of the platform itself is robust, but that the deployment onto the technical infrastructure has led to many of the problems we are experiencing.
“The coordination and testing of this was led by Sabis and its third party providers. TSB and Sabis are therefore now shifting the focus of the internal investigation of the root cause of the problems TSB experienced post-migration towards the testing regime in Sabis and its providers. Sabadell Group supports this course of action.”
The letters from Mark Brown to the Treasury Select Committee can be seen on the inquiry’s webpage.
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